Refund & Pre-Order Policy

Last updated: June 17, 2026

This policy explains how refunds, cancellations, and returns work, including the specific rules for pre-orders (such as our Daisy and home robot campaigns). It forms part of our Terms of Service.

4.1 Standard orders (in-stock items shipped promptly)

  • You may request a return within 14 days of delivery of an in-stock Product.

  • The Product must be in its original condition and packaging, unused except as needed to inspect it.

  • To start a return, contact support@orangesun.ai for a return authorization. Do not ship items back without authorization.

  • Refunds are issued to your original payment method after we receive and inspect the returned Product.

  • Return shipping is the customer's responsibility.

  • A restocking fee of 15% may apply to non-defective returns.

Non-returnable / non-cancellable once started

The following are not eligible for return once delivered (except where required by law or where the Product is defective):

  • Products that have been activated, set up, or paired with software/accounts (including Daisy software activation), because of the personalized, configured nature of the device;

  • Custom or special-edition Products built or personalized to order;

  • Software licenses and subscription fees already used or consumed;

  • Items returned damaged due to customer misuse.

Defective or damaged on arrival

If a Product arrives defective or damaged, contact us within 7 days of delivery. We will arrange a repair, replacement, or refund at no cost to you, including return shipping. This does not limit any manufacturer's warranty we provide.

4.2 Pre-orders — how they work

A pre-order reserves a Product that is not yet available to ship. When you place a pre-order:

  • Certain of our options may charge for a deposit now with the balance before shipping, or the full amount when the Product is ready to ship.

  • We will give you an estimated shipping window on the product/campaign page. Estimates are good-faith projections and may change as we finalize manufacturing.

  • We will keep you informed of progress and notify you of any material change to the estimated shipping window.

4.3 Your right to cancel a pre-order and get a refund

Before your Product ships, you may cancel your pre-order at any time and receive a refund as follows:

  • Customer-initiated cancellation (you change your mind): We will refund the amount you paid, less any non-recoverable third-party costs we have already incurred on your order — specifically payment-processing fees that are not returned to us by the processor, and any other minor, itemized third-party costs directly attributable to your order. We will tell you the exact deduction before processing the refund.

  • OrangeSun-initiated cancellation or significant delay: If we cancel your pre-order, or if we cannot ship by the estimated window (or any revised date you have agreed to) and you do not wish to keep waiting, you are entitled to a full refund of everything you paid, with no deductions.

4.4 Shipping delays — your choices

If we cannot meet the estimated shipping window, we will notify you and offer you the choice to:

  1. Consent to a new estimated shipping date, or

  2. Cancel and receive a full refund of everything you paid.

If we don't hear back from you after a delay notice within the time stated in that notice, we may treat it as consent for the new estimated shipping date or apply a full refund depending on the nature of the delay.

4.5 How to request a pre-order cancellation or refund

Email support@orangesun.ai with your order number and request. We will confirm, tell you the refund amount and any deduction (for change-of-mind cancellations only), and process the refund to your original payment method, normally within 10 business days of confirming.

4.6 After your pre-order ships

Once your pre-ordered Product ships, the standard order terms in Section 4.1 apply (return window, condition requirements, non-returnable categories, and defective-item handling).

4.7 Kickstarter and other crowdfunding campaigns

If you back a campaign on a third-party crowdfunding platform (such as Kickstarter), that platform's rules and the campaign's stated terms also apply, and pledges made there are governed primarily by the platform's terms. Where you order directly from us, this Refund & Pre-Order Policy applies.

4.8 Contact

Refund and pre-order questions: support@orangesun.ai, OrangeSun, LLC.